Miya Cooper Email & Phone Number

Dallas/Fort Worth Area

• Assist customer who are seeking to cancel, who are looking to move, or who want to transfer their system to another individual• Understand our home automation/alarm system well enough to effectively help customers resolve concerns and extended services• Work with our customer billing system to receive account payments, correct errors, and make necessary adjustments to customer and contract obligations• Resolve customer concerns by utilizing effective listening and critical thinking skills• Responsible for effectively retaining customers through positive relationship building.• Re-sell the value of our products and services to customer by aligning product features with our customers’ needs.• Strong written and verbal communication skills• A customer service oriented attitude• Demonstrate a basic skill level with the following products: Internet Explorer and Microsoft Office• Ability to critically think• Be a team player and effectively follow instructions• Self-Motivated to set goals and work to achieve expectations• Perform in a fast-paced high expectations call center environment

Dallas/Fort Worth Area

• Handled questions via phone addressing hardware, software. Cable, internet or security questions• Effectively communicated information with the team and customers alike• Diagnosed and provided a path to resolving various technical issues• Proactively identified ways to avoid recurrence of customer issues by improving the processes, reviewed technical articles and recommended changes• Strived to meet the highest level of customer satisfaction by resolving customers issue in professional and timely manner• Multitasked through multiple systems while troubleshooting with customers• Additional responsibilities as business needs dictated

• Responsible for answering inbound and making outbound calls related to mortgage loans• Worked with homeowners on past due accounts• Gathered information in order to understand the customer’s financial situation• Found alternatives which may include repayment plans or modifications• Explained monthly loan payments to homeowners as well as providing customer service, collection on delinquent accounts• Various default servicing activities in an effort to help the borrower retain the property while mitigating losses to the bank and investor• Provided vital support to the bank’s mortgage units through the completion of multiple tasks associated with the daily management of closed mortgage loans

Irving, Texas

• Accurately responded to customer inquiries regarding their accounts ensuring that all needs were met and handled appropriately during their initial contact• Maintained excellent knowledge of bank systems and procedures in order to perform necessary maintenance to customers’ accounts• Provided efficient and responsive service to customers by maintaining an acceptable level of productivity• Measured productivity through established metrics, which include, schedule adherence, attendance, and agent availability• Demonstrated understanding and knowledge of bank product lines through product mastery test results• Responsible for customer interaction mastery scores

Richardson, Texas

Worked as a contractor for Sirius Satellite Radio.Answered inquiries by clarifying desired information, researching, locating and providing information.Resolved problems by researching and exploring answers and alternate solutions and forwarding requests.Fulfilled requests by clarifying desired information, completing transactions, and forwarding requests.Informed customers of additional services and new features, by recognizing opportunities to up-sell on accounts.Enhanced organization by accepting ownership for accomplishing new and different requests, while exploring opportunities to add value to job accomplishments.

Bachelor’S Degree, Bachelor Of Science In Business/Certification In General Management

Ged (High School Equivalency)

GED